I have been an AT&T since it was Cingular, 20+ years. With all the advertising, JD Power service ratings, and lower cost I decided to give the un-carrier a try. I ordered 6 lines which included 4 new iPhone 8's and 2 new iPhone X's. on 12/14/17 I placed an order for these new phones and service. I think the day i received the last of the equipment, the BOGO iPhone 8 offer starts. 12/21 I email the customer service person I had been dealing with. She responds back on Friday and says It's only on iphone 8 and it requires that you add a line. I respond that I just added 6 lines and I haven't turned any of the phones on yet, and I ask if I have to send everything back in order to get the deal. No response. I email her again Friday afternoon asking where the award winning service is and tell her that I want to send back my 2 iphone x's, 1, iphone 8, get 3 iphone 8+ and get my 3 "free" iphone 8's. No response.. I email her this morning 12/26 asking simply if she was going to help me with this. Her response is "I hate that you're going to cancel", but there's nothing she can do, maybe the cancellation department can do something and btw sorry the promo has ended... Seems to me when someone is a new customer and you start a new promo while they're in the cancellation period, Tmobile should honor it.

So, I'm considering sending it all back and staying with AT&T. Does anyone have any advice as to who at Tmobile could help me get the bogo or some equivalent so I don't feel like the customer service person intentionally did not respond until after the promo was over?

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I would think that your service date would begin the day you signed up and became a customer not necessarily the day you activated phones. In that line of thinking you were already a customer before the promotion began. It is in theory possible to send everything back and pay all of the restocking fees. But then you would be out a lot of money. Plus the new promo would be for new customers for which at that point you are already a customer. But that is the nature of promotions as they begin and end and timing is everything. I wouldn't say that TMobile wouldn't make an exception especially for someone with multiple lines however that would set a dangerous precedent for all other people who got in to Tmobile a day before a promotion began the next day after.

This is a tough one. Sounds like the timing for the promo was just missed in your situation which does happen unfortunately. I can't promise we can make an exception, but our Care team is the group you'd want to talk to as they do have account access.

We bought new iphone 8's with the Bogo and just saw that my application for the Bogo was denied. Not only did I follow your procedures for the Bogo but I have been in touch with representatives to check on the status. I was told everything was in order to receive the mastercard. I am baffled that it was denied.

Oh no! I am super sorry about that! You should have been provided with a reason for the denial. If you still have questions regarding why it as denied, you can contact our rebate support team and they can take a closer look at what happened here.